ey. oe C/4HANA The Customer Experience RevolutionTable of Content: 3 Customers in Control 4 Foundation for the Me2B sa World: SAP C/4HANA b 9 Complete Services for Your Digital Transformation Journey ir i 10 Road Map for SAP C/AHANA 12 Strategic Co-Innovation 13 Case Studies evesCustomers in Control Today’s customers want personalized experiences with your brand, but they don’t want to feel that you are invading their privacy or behaving in ways they find creepy. To meet these demands, you need technology that helps you create a series of moments that feel genuine and inspire confidence. The SAP” C/4HANA suite enables you to build stronger relationships with customers while earning and keeping their trust. DELIVERING AN EXCEPTIONAL CUSTOMER EXPERIENCE Disappointing customer experiences have led consumers to exert their inclependence and take charge of relationships with their favorite brands They don't think of their relationship in terms of business-to business (B2) or business- to-consumer (B2C). Instead, we are living ina “Me28" world. Rather than the business driving the relationship, consumers choose the busi- nesses they want to engage with, decide which interactions they want to have, and dictate the terms and scope of each interaction. And if they are unhappy with you, they will quickly take their business elsewhere Today, consumers readily communicate through social media while accessing information anytime and anywhere using mobile devices. Industries are being disrupted ~ and even transformed - by technologies, Big Data, and the ever-changing needs of customers. And digitally native millennial consumers have higher expectations of companies that they interact with. They prefer doing business with enterprises that align with their values and dem- onstrate a sense of purpose. What's more, they have less patience for a poor customer experi- ence. Asa result, customers now hold the power in today's business relationships. This paradigm shift to Me2B is a big change for most businesses. Forget the idea that your company is “managing” the customer relation- ship. The customer is in charge. It's time to adopt a new approach - one that, puts the customer, not your sales, at the center of the relationship. You must gain proper user consent before communicating with prospects and customers and honor their preferences on issues such as channels, message frequency, and online tracking. And never, ever behave in a way that customers perceive as creepy. Customers hold the power in today's business relationships. «